I chose Octopus Energy as my supplier based on its positive reputation and the praise it receives for supporting customers. However, I am disappointed by my recent experience. Eight weeks ago, Octopus Energy cancelled a payment plan I had agreed upon with a manager. The payment plan was unexpectedly terminated, and my debt was cleared with my credit due to a change in policies. This has caused significant difficulty, as I am currently unemployed and struggling to manage bills. I raised a formal complaint and requested to speak with a manager but received a response offering a £100 goodwill credit for poor communication. I was also informed that this would be a final offer and advised to escalate the matter to the Energy Ombudsman if I did not accept. I was further warned that the goodwill credit would be retracted if the case went to the Ombudsman. This approach feels dismissive and lacks empathy, particularly at a time of year when financial pressures are heightened, and I am responsible for supporting my family, including two children. As a loyal customer since the transition from Avro Energy, I am deeply disappointed by this response. I am seeking a more considerate resolution and trust that Octopus Energy can address this matter with the fairness and ethical standards it is known for.